Hotel Operations Manager

Excelon Limited is recruiting on behalf of a fast-growing hospitality and events destination nestled in a scenic resort setting near Mugutha Dam in Ruiru, Kiambu County. The facility offers a full suite of guest experiences including accommodation, outdoor events, conferencing, dining, and recreational activities — hosting weddings, corporate events, family outings, and leisure visits year-round.

We are looking for a commercially driven, hands-on, and highly organized Hotel Operations Manager to lead the day-to-day running of this multi-faceted resort. You will be the operational backbone of the property — ensuring exceptional guest satisfaction, departmental efficiency, revenue growth, and consistent service standards across all touchpoints.

• Oversee daily operations across the resort, restaurant, accommodation, and events departments to ensure seamless service delivery.
• Set and maintain high standards of customer service, ensuring prompt and professional resolution of guest complaints and feedback.
• Coordinate accommodation, food and beverage, housekeeping, grounds, security, and maintenance teams to deliver a cohesive guest experience.
• Plan and coordinate weddings, conferences, outdoor functions, and special events from booking through to execution.
• Drive occupancy rates, event bookings, and customer retention strategies to grow top-line revenue.
• Build and maintain relationships with corporate clients, event planners, and travel partners to secure repeat and referral business.
• Support and implement marketing and promotional activities to diversify and grow revenue streams.
• Supervise multi-departmental operational staff, prepare schedules, and ensure optimal staffing levels at all times.
• Train, mentor, and performance-manage staff while enforcing discipline, accountability, and a customer-first culture.
• Monitor operational budgets, control costs, and ensure procurement and stock management controls are adhered to.
• Prepare regular operational reports and performance updates for senior management.
• Ensure full compliance with health, safety, licensing, and hospitality regulations.
• Coordinate facility maintenance, repairs, supplier management, and service provider relationships to keep all grounds and infrastructure in excellent condition.

• Must be able to manage and motivate multi-departmental teams simultaneously while maintaining service consistency across all guest touchpoints.
• Must demonstrate proven experience overseeing hospitality, food and beverage, and events operations in a resort, hotel, or similar setting.
• Must be capable of reading operational reports, interpreting budget variances, and implementing cost-control measures without compromising service quality.
• Must be able to handle high-pressure situations calmly — including last-minute event changes, guest escalations, and staffing gaps.
• Must possess strong commercial instincts — able to identify revenue opportunities and convert inquiries into confirmed bookings.
• Must demonstrate 5 to 8 years of progressive experience in hospitality or hotel operations, with at least 2 years in a supervisory or management role.
• Must hold a Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Must be proficient in operational reporting, stock management systems, and basic financial oversight tools.
• Strong interpersonal and communication skills required for client-facing roles, team leadership, and vendor negotiations.

The gross monthly salary for this role ranges from KSh 50,000 to KSh 100,000, commensurate with experience and qualifications. Additional benefits are dependent on performance and company policy.

• Competitive salary within the hospitality industry bracket
• Opportunity to work in a scenic, growing resort environment
• Career growth potential as the facility expands operations

This role is ideal for a seasoned hospitality professional who thrives in dynamic, multi-function environments and is comfortable being both a strategic thinker and a hands-on operator. You are a natural leader who commands respect from your team while remaining approachable to guests. You understand the rhythm of resort life — from the early morning kitchen prep to the last event guest departing at night — and you are energized by it.

Do not apply if you are looking for a purely desk-based management role, if you have fewer than 5 years of relevant hospitality operations experience, or if you are uncomfortable with a role that requires physical presence on-site at a resort facility outside Nairobi CBD.

Interested and qualified candidates should submit their updated CV and a brief cover letter detailing their relevant hospitality operations experience to Excelon Limited through the official application channel listed on the job platform. Clearly indicate Hotel Operations Manager – Ruiru in your application subject line. Only shortlisted candidates will be contacted. Do not pay any fee as part of this recruitment process.